Refunds & Return Policy
This policy outlines the terms and conditions for
purchases made from ENNOVIA LTD of 37 Caledonian Wharf, London, England, E14 3EN (“Coffee Hysteria”, “we”, “us”, “our”) through our website
www.coffeehysteria.com. By placing an order, you confirm that you have read,
understood, and fully agree to this policy. If you disagree with any part of
this policy, please do not place an order.
If you want to contact us or if you have any questions,
you can reach us using [email protected].
DELIVERY
We aim to process and dispatch all orders via our chosen
courier as quickly as possible. Once your order is with the courier, you will
receive an email confirmation with tracking information. Orders placed on
weekends or public holidays will be shipped on the next working day.
DELAYS
During busy periods with a high volume of orders,
deliveries might take a little longer. Please allow a few extra days for your
order to arrive. If there is a significant delay in shipping your order, we
will notify you by email or phone. Please note that we do not ship on
Saturdays, Sundays, or public holidays.
RISK OF LOSS
When you purchase items from us, they are shipped under a
contract with our courier. This means that the responsibility for loss or
damage to the items transfers to you once we hand your order over to the
courier. If you haven't received your order within 25 working days from the
dispatch date, please contact us as soon as possible and within 45 days of
placing your order. If you contact us after this timeframe, we may not be able
to track your order or provide a refund.
DAMAGED DELIVERIES
If you receive a damaged item, please email us within 7
days of receiving your order, including clear pictures of the damage for
verification. Please keep the damaged item until we have responded to you. We
can only consider claims where there is clear evidence of damage or a fault.
ORDER CHANGES AND
ERRORS
If you've made a mistake with your order, please contact
our customer service team as quickly as possible, ideally within one hour of
placing the order, so we can try to amend or cancel it before dispatch. If your
order has already been shipped, we won't be able to make changes or cancel it
until you have returned it to us.
ADDRESS CHANGES
Once an order has been shipped, we cannot change the
delivery address. Please double-check your shipping details before submitting
your order. If you need to change your address, please email us before your
order is dispatched.
REFUSED DELIVERIES
If you refuse delivery of your order because you wish to
cancel it, please contact us to inform us of this.
ORDERS RETURNED TO
US
If your order is returned to us due to multiple failed
delivery attempts, failure to collect, or an incorrect/insufficient address, we
will not be able to refund the original delivery charges.
RETURNS
Please read the following information carefully before
requesting a return. You can return any delivered products for any reason
within 14 days of receiving them. To do this, you must inform us in writing (by
email or post) within 5 working days of delivery. If you are returning a
product for any reason other than it being damaged, you will be responsible for
the return shipping costs.
OUR RETURNS AND
REFUNDS POLICY
You can return unused products within 14 days of
delivery, provided that they are:
●
Returned in their original,
undamaged packaging and in a resalable condition, complete with all original
contents.
●
Accompanied by valid proof of
purchase.
●
Returned to us within 14 days of
your purchase date.
To start a return, please contact us at [Insert email
address] or use our online returns form.
HOW TO RETURN
Please ensure that returned products are securely
packaged to prevent damage or loss during shipping and send them to the return
address we provide. Refunds may be reduced if returned products cannot be
resold as new due to being opened, damaged, or showing signs of use.
For returned items worth over £50, we recommend using a
trackable shipping service or purchasing shipping insurance, as we cannot
guarantee receipt of your return.
REFUNDS
Refunds will be issued to the original payment method
used for the purchase. We will process refunds within 7 days of receiving the
returned items. For orders paid in a different currency, the refund will be
processed in that currency, and we are not responsible for any gains or losses
due to changes in exchange rates between the order and refund dates.
LATE OR MISSING
REFUNDS
If you haven't received your refund within 14 days of us
confirming it has been processed, please check your bank account and contact
your bank or credit card company, as there may be a processing delay. If you
have done all of this and still haven't received your refund, please contact
us.
HELP AND
COMPLAINTS
If you have any questions about this policy, please
contact us by email using [email protected].
CHANGES
The first version of this policy was issued on Wednesday,
21st of May, 2025, and is the current version. Any prior versions are invalid,
and if we make changes to this policy, we will revise the effective date.
